Client Success Manager enhancing client satisfaction and managing relationships at ThoughtFull. Driving business growth and maximizing client engagement through proactive support and recommendations.
About the role
- Customer Success Manager at TechSee managing strategic customer relationships and overseeing SaaS deployments. Driving adoption and satisfaction for enterprise clients in the digital customer experience domain.
Responsibilities
- Manage all aspects of customer relationships, including implementations, adoption, integrations, SLAs, education, and advocacy.
- Serve as the focal point for key accounts, driving deployment plans to ensure positive business outcomes.
- Address customer challenges, resolve technical issues, and provide semi-dedicated technical guidance.
- Act as a trusted advisor, sharing industry knowledge, best practices, and insights to maximize customer value.
- Collaborate with the Account Manager to secure renewals and explore expansion opportunities.
- Lead the deployment of TechSee’s SaaS solutions, ensuring seamless onboarding and adoption.
- Conduct training sessions to empower customers with effective product utilization.
- Establish internal and client-facing communication plans to drive progress and update stakeholders.
- Analyze customer usage data, bug fixes, and product updates to identify optimization opportunities.
- Suggest upgrades, additional features, and best practices to enhance customer experience.
- Provide technical guidance on product adoption, integrations, and troubleshooting.
- Collaborate with Product leadership to enhance TechSee’s offerings based on real-world usage.
- Build strong relationships with customers at all levels, fostering long-term partnerships.
- Partner with Sales and Product teams to ensure smooth solution implementations.
- Establish a regular meeting cadence with stakeholders to maintain alignment and drive success.
Requirements
- 4+ years of related experience in an enterprise SaaS company, preferably in the digital CX domain.
- Experience managing enterprise customer relationships, including telco, home security, and consumer electronics. Ensuring high satisfaction and retention.
- Bachelor's degree in computer science, social sciences, or equivalent experience.
- Experience in managing one's own time and balancing multiple customers simultaneously, while being flexible, agile, and resilient in a dynamic, fast-paced environment.
- Works effectively with sales executives, providing subject matter expertise to support opportunities.
- Ability to interact with technical resources and understand concepts such as Security, LDAP/Authentication, APIs & integrations, and Databases - advantage
- Excellent oral and written communication skills in English, including the ability to draft and present project plans, QBRs/business updates, SOWs, and related documents.
- Strong communication skills across all levels of the corporate structure.
- Strong team player with an adaptable, analytical mindset and attention to detail.
- Curious, self-motivated, and resourceful, with a proactive approach to problem-solving and continuous improvement.
Benefits
- Competitive compensation
- Healthcare support
Job title
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